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Recently ordered Full fibre

Solarnotts — Thu, 26 Oct 2023 09:08:19 GMT

Hi,

New here so be nice please!! I ordered Fibre 900 on 19th October 2023, Was assured it'll be a fast install time because I live in a new build flat and all the cabling etc is already there. There is a box in a cupboard in my flat with the white BT fibre modem and battery backup in with an optical cable connected to said white box which I presume is the modem?

Later that day I received an install date of 9th November 2023, Not as quick as expected!

I called BT and explained again everything is already here nothing needs installing etc, They advised me my property is showing up as nothing installed so nothing can be done.

Is this the case or am I being fed a lie? Sorry for being untrusting but I have been with Virgin for a long time!! Because on ordering I was assured it'll be a quick install.

Any help appreciated

Re: Recently ordered Full fibre

imjolly — Thu, 26 Oct 2023 09:21:04 GMT

when you order you get the next available openreach connection slot for your area. there is no jump queue because you may have some fibre already fitted

Re: Recently ordered Full fibre

Solarnotts — Thu, 26 Oct 2023 09:24:19 GMT

I didn't mean I wanted to Queue jump, I have 2 appointments scheduled.

First one is to look at the outside of the building and second is to install, I just wondered if the connecting could be done in 1 appointment because of equipment already being here and built into the walls by the house developer.

J

Re: Recently ordered Full fibre

Crimliar — Thu, 26 Oct 2023 09:29:11 GMT

In addition to what has already been said, there is a short cooling-off period between the order and installation. It's also not uncommon in a new build to have some infrastructure in place before everything is fully connected - building contractors can put equipment in place, but it can often need an OpenReach engineer to give it a once over before it's finally connected and usable!

Re: Recently ordered Full fibre

iniltous — Fri, 27 Oct 2023 06:40:59 GMT

When you say new build , what year was your flat built ?, if your Openreach ONT has a BBU ( battery back up ) they haven’t been fitted for many years , if the flat is a few years old , it’s possible it has Openreach FTTP , but the previous occupants have never actually contacted an ISP and arranged to use the connection,

The ONT ( providing it’s powered and switched on ) should have the PON light lit , if the light is lit and steady then optically it’s effectively ready to go , if the PON light is flashing , or not lit ( in which case the LOS should be on ) then irrespective of the ONT being physically installed, Openreach will need to attend.

Its possible that even if the PON light is on and steady , if you cannot be brought into service remotely, OR will visit ( even if they ultimately pass the fault to another group )

You can check the status of your address here

https://www.broadbandchecker.btwholesale.com/#/ADSL

Post the entire return

Re: Recently ordered Full fibre

Solarnotts — Fri, 27 Oct 2023 07:02:04 GMT

I believe the flat was built 2017/2018ish This is what is shown on the wholesale website -

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Up to 1000

Up to 220

Available

KCI2 Assure

Other Offerings Availability DateVDSL Multicast

Available

Our records show the following FTTP network service information for these premises:-Multi Dwelling Unit Residential UG Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

---

This is the kit that's in the cupboard.

Cheers

Re: Recently ordered Full fibre

Keith_Beddoe — Fri, 27 Oct 2023 07:11:25 GMT

LOS=Loss of Optical Signal.

Its not physically connected to the network yet. You will have to wait until Openreach makes the connection.

Re: Recently ordered Full fibre

iniltous — Fri, 27 Oct 2023 07:20:33 GMT

The picture resolution is poor ( or my eyes are ) but there is a red light lit , if that is the LOS light , then your ONT is fitted but it’s not working and you will need an engineer visit ,

The survey return
Our records show the following FTTP network service information for these premises:-Multi Dwelling Unit Residential UG Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

is what you would expect for an address that has availability but never had FTTP fitted , so either that installation was never ‘finished’ , which is possible if a previous occupant moved in before OR had finished the install , and when OR tried to get access , they were told to go away , or the flat was sold to someone who never intended to live in it , so was simply no access because there was never anyone ‘home’ when OR tried to get in, or somehow over the years the address has been changed to show no ONT fitted

Unfortunately you cannot be remotely brought into service, you need an ‘installer’ visit

Re: Recently ordered Full fibre

Solarnotts — Fri, 27 Oct 2023 07:21:46 GMT

Thank you.

I just hope the engineer that visits on the 31st to view the outside calls me before doing so, So I can tell them that the gear is already here. Maybe they can connect me on the 31st instead of waiting until 9th November.

Re: Recently ordered Full fibre

Keith_Beddoe — Fri, 27 Oct 2023 07:33:25 GMT

Looks like the third light from the left.

https://www.bt.com/help/landline/lights-on-the-openreach-modem

Re: Recently ordered Full fibre

Solarnotts — Fri, 27 Oct 2023 07:40:31 GMT

Sorry for the rubbish res on photo, BT doesn't like big photos!

Re: Recently ordered Full fibre

iniltous — Fri, 27 Oct 2023 08:00:54 GMT

MDU ( multi dwelling units ) can be less straightforward than SDU ( single dwelling units ) , your KCI2 status is why it’s a 2 stage install ( that in itself is odd for an MDU ) , so the first stage tech may be a little unsure what’s required with this unusual situation , hopefully they will contact you on the first visit date , but often as it’s just a case of getting service to the building wall and leaving the remaining work for the second stage tech , contacting the end user isn’t always necessary on a first stage .

Because the LOS light is lit , it’s a reasonable assumption that the fibre to your flat isn’t spliced through to the splitter but where is that ‘splice’ required ?, as it’s a MDU , it could be an internal splitter or external splitter , there could be fibre distribution points inside the building that the first or second stage tech needs access to , to get your fibre spliced through to the splitter ( wherever it is ) , unless the tech is familiar with that building, or you or the building manager know these locations, it could be a problem.
Normally with new builds , all this ‘splicing’ work is done before anyone moves in , but for some reason your flat wasn’t done , if you are prepared to ask , it may be worthwhile asking if your neighbours are connected and using FTTP , and if they are aware of any issues the OR tech may encounter .

Re: Recently ordered Full fibre

Solarnotts — Fri, 27 Oct 2023 08:02:17 GMT

I guess I will play it by ear on the day, Thanks for the info.

Its all abit more clearer now, There was me thinking it'll be pretty straight forward.

Fingers crossed the engineers don't have to much trouble.

Thanks again